Customer Care, Complaints and Compliments
Standard
When you contact us we will treat you with respect, courtesy and consideration. We will deal with your enquiry in an effective and timely manner and keep you informed of progress. Everyone will be treated equally, honestly and fairly, placing people who want to use our services at the heart of our work.
How we will work to achieve the standard
We will:
• Answer telephone calls quickly and give you our name when we answer.
• Connect you quickly to the person you need to speak to. If they are unavailable we will give you their name and arrange for another person to speak to you.
• Provide a contact name and number on all correspondents.
• Make sure all letters and publications will be written clearly and available in other languages and formats upon request that are suitable for your needs.
• Deal with your query in Welsh if requested, in line with our Welsh Language Strategy.
• Open our offices between 8.00am and 5.00pm during the week and provide an out of hours telephone service which will be available at all other times including weekends and public holidays. The office will be accessible to all, and our reception areas will be clean and tidy.
• Provide a suitable area within our offices if you need to speak to us privately.
• Make sure our staff carry photo identification at all times.
• Visit you in your own home on request.
• Keep you informed if an appointment is running late or has to be rearranged.
• Respect confidentiality and comply with data protection at all times.
• Make it easy for you to make a complaint and provide an answer you understand within 28 days.
• Offer you the right of appeal against any decision you feel is wrong or unfair.
• Learn from your complaints and compliments and improve the service we deliver.
